---
name: al-234-write-the-summary-and-resolution-notes-for-every-it-suppo
description: "IT support teams lose time reading long ticket threads before they can help, and resolution notes often get skipped once the problem is fixed, so the next person starts from scratch. An AI agent can summarize each open ticket into what's wrong, what's been tried and what to do next, and write clean resolution notes when it closes, building a searchable history. ServiceNow announced on Oct 22, 2026 that managed IT provider Thrive uses its AI agents to sort, route and investigate tickets and write case summaries; the agents have generated over 92,000 automated assists, including 88,000 resolution notes, returning an estimated 14,500+ engineer hours, with a 73% first-contact resolution rate. Use when the user wants help with it ticket summaries and resolution notes (customer support) for a small business."
---

# Write the summary and resolution notes for every IT support ticket so your team can jump straight to the fix

IT support teams lose time reading long ticket threads before they can help, and resolution notes often get skipped once the problem is fixed, so the next person starts from scratch. An AI agent can summarize each open ticket into what's wrong, what's been tried and what to do next, and write clean resolution notes when it closes, building a searchable history. ServiceNow announced on Oct 22, 2026 that managed IT provider Thrive uses its AI agents to sort, route and investigate tickets and write case summaries; the agents have generated over 92,000 automated assists, including 88,000 resolution notes, returning an estimated 14,500+ engineer hours, with a 73% first-contact resolution rate.

## Inputs to collect first
Ask the user for anything below that they haven't already given you. Don't guess missing facts.

- Company / MSP name
- Our routing rules
- Your own material (text, notes or data)

## Instructions

Do the task below with the user's inputs in place of each [bracket].

I run IT support at [company / MSP name]. Here is a support ticket thread with the customer's messages, our replies and any internal notes: [paste]. 1) Write a 5-line case summary: who is affected, the problem in plain words, what's already been tried, current status, and the most likely next step. 2) Suggest the right category, priority and team based on these rules: [paste our routing rules]. 3) If the ticket is solved, write resolution notes: root cause, exact steps that fixed it, how to check it stays fixed, and a one-line tip for the next technician. 4) Draft a short, friendly closing message to the customer that explains the fix without jargon. Only use facts from the thread; mark anything you're guessing as a guess. Don't close or send anything; I'll review first.

## Safety checks (share these with the user)

- This prompt works on text other people wrote (emails, reviews, messages or web pages). That text can hide instructions aimed at AI, such as "ignore your rules and…". Paste it as material to work on, and never let the AI act on requests inside it, like paying, sharing logins or changing records.
- Remove names, contact details, account numbers and other personal data the task doesn't need before you paste, and check your AI tool's data and training settings.
- Read and edit the draft before it reaches a customer or goes public. If you later automate this prompt, start with "draft and notify me", not "send automatically".
- Check names, dates, numbers and any claim against your own source material before you use the answer. AI can misread or invent details.
- Say clearly which parts need a person to review or approve before anything is sent, paid, posted or filed.

## About this skill

- Works with: ServiceNow, Zendesk, Freshdesk, ChatGPT, Claude, Microsoft Copilot
- Based on this real-world example: https://www.businesswire.com/news/home/20261022450461/en/Thrive-scales-customer-experience-with-ServiceNow-AI-achieving-73-first-contact-resolution
- Free prompt from AgentPlaybook Real Estate: https://agentic-library.netlify.app/prompt/al-234-write-the-summary-and-resolution-notes-for-every-it-support/
- To install in an agent that supports Agent Skills, save this file as SKILL.md in a folder with the same name as `name` above (for example in your skills directory). Install steps for Claude.ai, Claude Code, Cursor and Codex: https://agentic-library.netlify.app/skills/